High Water Bill Adjustment Program
If you've received an unusually high-water bill because of a leak or water theft, you may be eligible for financial assistance.
The High Water Bill Adjustment Program can help with one unexpected high-water bill every 5 years. It does not cover high bills caused by intentional or accidental water use.
Quick eligibility check
If you answer “Yes” to all of the following 4 questions, you may be eligible for this program.
If you answer “No” to any of these questions, you likely won’t qualify.
- Was your high water bill caused by a leak or water theft?
- Was your water use at least 2.5 times higher than it was during the same billing period last year?
- Has the cause of your high bill been fixed?
- Was the property occupied and not vacant for 10 or more consecutive days during the high-water bill period?
Note: Answering “Yes” to all 4 questions does not mean you are automatically approved.
Be sure to review the full eligibility requirements that follow before applying.
To qualify, you must meet all of the following requirements:
- You have a Peel Region residential water account for a single-unit home.
- Your water use is at least 2.5 times higher than it was during the same time last year.
- Your account is paid in full, except for the high-water bill being reviewed.
- Your higher water bill was caused by a qualifying leak or water theft.
- The leak has been fixed, or the water theft issue has been stopped.
- Your water use went back to normal after the repair.
- You’ll be applying within 90 days of the bill date.
- The property was not vacant for 10 or more consecutive days during the high-water bill period.
- You have not received a credit for a high bill on your water account within the last 5 years.
If you don't have a previous year's bill
We usually compare your water use to the same billing period from the year before.
If you don't have a bill from the previous year, we'll use at least 2 weeks of water use after the leak has been fixed to understand what's normal consumption for your household.
Along with your application, provide 2 water meter readings taken at least 2 weeks apart after the repair is completed.
Property vacancy requirements
If your home was empty for 10 or more days in a row during the billing period, you won't qualify for this program.
When you're away from home for an extended period, it's important to take steps to prevent leaks and water damage. If it's safe to do so, consider turning off your water supply and draining pipes or appliances that use water.
Water consumption requirements
To qualify, your water use must be at least 2.5 times higher than it was during the same billing period last year. You can find this information in the Bill Summary section of your water bill.
Other options if you don’t qualify
If your bill doesn't meet the requirements of the program, you may still be able to set up a payment plan. Email Utility Receivables to explore your options.
Support and contact information
For assistance with leak detection or the cause of the high bill, call 905-791-8711.
For program questions, email us or call 905-791-7800 ext. 3037.
If you qualify, you may receive:
- A credit equal to 50% of the additional water usage that exceeds the same billing period from the previous year to a maximum of $12,500.
- Financial assistance for one eligible high-water bill per water account every 5 years.
How the adjustment is calculated
The adjustment will be calculated using the same water and wastewater rates charged on your high-water bill.
Your water use, in cubic meters, is displayed on your water bill.
Example:
| Description | Water usage |
|---|---|
| Same bill last year | 50 m3 |
| High-water bill | 150 m3 |
| Extra water used | 100 m3 |
| Water use eligible for a bill credit (50% of the extra water used). | 50 m3 |
In this example, the high-water bill shows 150 m³ of water use, compared to 50 m³ during the same period last year. That's 100 m³ of extra water use.
The bill credit covers 50% of the extra water used, so the credit is calculated on 50 m³.
How adjustments and credits work
- If the same leak caused more than one high water bill, we can only provide a credit for one bill.
- If you have more than one high bill, we will use the high bill that gives you the greatest benefit.
- If approved, the adjustment will be applied as a credit on your water account and is automatically applied to future bills. It will not be paid out as cash.
Water leaks
Examples include:
- Malfunctioning toilets.
- Water softener failures.
- Leaking indoor faucets.
- Irrigation system malfunctions.
- Broken or ruptured pipes.
Water theft
Examples include:
- Unauthorized use of your garden hose.
- Someone redirecting your water supply without permission.
You are not eligible if your high-water bill was caused by:
- Leaving a garden hose or faucet running.
- Filling a swimming pool.
- Watering lawns or gardens.
- More people using water in your home.
- Using more water on purpose.
- Construction work or construction-related damage.
- Leaving the water softener backflow on.
High bill due to water leaks
If your high bill was due to a water leak, you must provide proof that the leak was repaired.
Examples include:
- A plumber's invoice.
- Receipts for materials purchased to complete the repair.
Documents must include:
- Date of repair.
- Description of work performed.
- Materials used.
- Cost.
- Business name and contact information.
Peel Region may contact you or the service provider to verify your receipt, if needed.
Reasons for providing proof of repair
Proof of repair helps confirm:
- When the leak was repaired.
- The cause of the leak.
- That the issue has been resolved and is less likely to happen again.
If you repaired the leak yourself, proof of repair is still required.
You must submit receipts, invoices, or other supporting documentation so the repair date and cause of the leak can be verified.
High bill due to water theft
If your high bill was due to water theft, provide photos or video evidence of the theft and a police report.
All supporting documentation and post-repair meter readings must be provided for your application to be reviewed.
Step 1
Complete and submit the online application form within 90 days of your high-water bill date.
Step 2
Email your supporting documentation, such as an invoice or receipt.
Step 3
After the repairs have been completed, email 2 water meter readings.
- If there is water usage prior year history, provide 2 water meter readings between 12 and 24 hours apart.
- For accounts with no prior history, provide 2 water meter readings at least 2 weeks apart.
Application review timeline
- Peel Region employees will review your application, supporting documentation and water consumption history.
- You'll receive a decision within 15 days after all required documentation has been received.
Bill payments during application review
Your water bill remains due on the date shown on the bill.
If you need help while your application is under review, email Utility Receivables to request a payment plan.
Checking the status of your application
You should receive a decision within 15 days after we've received all required documents and information.
If it's been more than 15 days, before contacting us, make sure:
- You emailed your repair documents to highbillprogram@peelregion.ca.
- You checked your junk or spam folder for emails from the program.
- You submitted your water meter readings after the repair was completed.
If you've completed all of the above and haven't received a response, email us for an update on your application.
Requests are reviewed in the order they are received. Do not submit duplicate applications.